Service Coordinator

National Power, LLC•Raleigh, NC

3d•Remote

About The Position

The Service Coordinator, located in the Raleigh office, reports to the Service Coordination Manager and is primarily responsible for scheduling and dispatching workers, work crews, equipment, and service vehicles for installation, service, or emergency repairs performed outside the place of business. The role coordinates with customers and field personnel to address service requests, ensure timely completion of work, and resolve issues professionally. The position is remote and requires the employee to work from home. The work involves a standard office environment, frequent use of hand and finger dexterity, and sitting or standing at a desk for up to eight hours daily. Long periods of sitting and clear vision for computer use and reading small print may be required. Employment requires a criminal background check, motor vehicle records check, pre-employment drug screen, and references. Compensation depends on previous experience and current certifications; overtime is paid at 1.5 times the base rate, and pay reflects productivity and overall performance.

Requirements

Bachelor’s degree in supply chain management, business, or another related field.
3–5 years of experience in service dispatching.
Fluency in written and spoken English.
Intermediate knowledge of Microsoft Office Suite applications, preferably Excel.
Ability to identify and resolve problems in a timely manner, gather and analyze information skillfully, develop alternative solutions, and work well in group problem-solving situations.
Ability to focus and remain calm under pressure in a fast-paced work environment.
Good attitude, strong customer service skills, and attention to detail.
Active listening, problem-solving, dependability, judgment and decision-making, service orientation, and coordination competencies.
Ability to work from home.

Nice To Haves

Supervisory experience is highly preferred.
Experience with Microsoft Dynamics 365 or other ERP systems is preferred.

Responsibilities

Schedule and dispatch workers, work crews, equipment, and service vehicles according to customer requests, specifications, and needs, using email and telephone.
Confer with customers about questions, problems, and requests for service or equipment; escalate matters to Service Operations or the Field Service Manager as necessary.
Monitor personnel and equipment locations and utilization to coordinate service and schedules.
Receive or prepare work orders using Microsoft Dynamics 365.
Relay work orders, messages, and information to and from work crews, supervisors, and field inspectors using email and telephone.
Record and maintain files and records of customer requests, work performed, charges, expenses, inventory, and other dispatch information.
Prepare daily work and run schedules.
Determine the types or amounts of equipment, vehicles, materials, or personnel required for work orders or specifications and communicate job requirements to field personnel.
Track open tickets to ensure timely completion and communicate status to customers.
Arrange necessary repairs to restore service and schedule those repairs.
Conduct and participate in department meetings as necessary.
Communicate process-improvement opportunities.
Serve as a point of contact for internal and external customers to resolve issues promptly and professionally.

Benefits

Three weeks of paid vacation after 90 days; first-year vacation is prorated based on start date.
Up to 9 paid company holidays.
Paid sick time.
Company-paid life insurance ($75,000).
Company-paid short-term and long-term disability insurance.
Medical, dental, and vision insurance, with four medical plan options and one plan fully covered by the company.
401(k) retirement savings plan with company matching.
Health Savings Account (HSA).
Flexible Spending Accounts (FSA).
Overtime paid at 1.5 times the base rate.